Nordic operator benchmark

The Nordic operator benchmark – for the 7th year in 2019

In an international comparison, operators in the Nordic countries stand out – most often positively. The customers of the operators also stand out when it comes to usage, behaviours and expectation of quality:

cropped-Benchmarking.gifOur benchmarks have also shown that Nordic operators are productive, OPEX efficient, have a good channel mix with much of sales and care online – and generally interested to improve further.

When a Nordic operator wants to improve further, there’s little guidance available from outside of the Nordics region.

In 2013, 2014, 2015, 2016, 2017 and 2018, Tefficient has therefore run a Nordics-specific benchmark open solely to operators in Sweden, Finland, Norway and Denmark. In 2019, it runs again:

In contrast to other benchmarks, it is 100% fact based without modifications done to actual operator data.

Our benchmark reflects reality, not a theoretical model.

In total, 16 operators are this year invited to participate. As previous years, the identities of the actual participants is confidential. The benchmark results are only available to the participants.

The benchmark is an integrated operator benchmark which cleverly allows comparisons between operators with different mix between mobile and fixed in its integrated business. It is also possible to participate as a pure mobile operator or as a pure fixed/cable operator.

The total number of KPIs is 890.

The benchmark covers revenue, OPEX, CAPEX, headcount productivity, subscribers & channels, performance, traffic & load, quality and innovation & growth for 54 functions.

Based on customer feedback, a number of additions and refinements have been done in 2019. The most important are:

  • New B2B solution integration and operations department that tracks the growing enterprise IT business of operators – with its own stand-alone KPIs
  • Further detail in KPIs relating to the B2B segment and its sub-segments Large enterprise & public sector and SME
  • Group headcount tracked individually

If you’re among the 16 operators, please contact Tefficient for an introduction.


There are 890 KPIs in the benchmark this year. Here are a few visual examples of some of the 300 report pages.

 

Measure, compare and improve competitiveness within telecoms